The Slow Path to SCRM

In 1991 Siebel introduced the concept of a CRM Suite.  The first complete version came along shortly after, and the first successful, complete implementations were around 1995-1996. In November of 2007 Oracle, Siebel, and Microsoft announced their first "Social CRM"-aware products, and it was only earlier this year that Paul Greenberg set a working definition …

Master Interviews 4 – Ed Thompson of Gartner on Social CRM

Master Interviews: 1 – Frank Eliason (@comcastcares) talks about justifying SCRM Master Interviews: 2 – Marshall Lager (@Lager) talks about the Future of SCRMMaster Interviews: 3 – Bob Warfield @BobWarfield) talks about the World of SCRM In case you don't know Ed Thompson, he is the Gartner analyst doing research, writing, and presenting on Customer …

Social CRM or Social Business?

Will Social CRM eventually be viewed as an extension of existing CRM or as just one critical component in adapting to the realities of a Web-connected world? Will companies deploy SCRM as a result of thinking “how can we improve customer relationship management?” or will they deploy SCRM as a result of thinking “how can we transform ourselves into a socially-driven business?”

Guest Post: A Different Perspective on Customer Experience

This is the first of what will be many different perspectives on Customer Experience. Today we have a post by a very accomplished brand expert.  He is currently leading his own firm (Brandfields) where he works with leading clients creating brands that connect people and companies.  Prior he was the Creative Director for re-branding UPS …

Master Interviews 3 – Bob Warfield on the World of SCRM

Master Interviews: 1 - Frank Eliason (@comcastcares) talks about justifying SCRM Master Interviews: 2 - Marshall Lager (@Lager) talks about the Future of SCRMContinuing with the series of Master Interviews, I want to bring you the perspectives of Helpstream's CEO Bob Warfield.  You probably have read his very eloquent and poignant posts, or seen him …